Troubleshooting

Sippy is not responding on WhatsApp

Start with the basics:

1. Check the phone number -- make sure you are messaging the correct Sippy number with the right country code format (e.g., +1 for US, +57 for Colombia)
2. Include the country code -- WhatsApp requires the full international format. A message to a number without the country prefix will not reach Sippy
3. Try a simple message -- send "hi" or "hola" to see if Sippy replies. If you sent a complex message, the system may not have recognized the intent
4. Wait a moment -- during high-traffic periods, responses may take a few seconds longer than usual

If none of this works, Sippy may be undergoing maintenance. Wait a few minutes and try again.

My transaction is stuck

Transactions on Arbitrum typically confirm in under a second. If yours appears stuck:

1. Check the transaction on Blockscout -- go to arbiscan.io or Blockscout and search your wallet address. If the transaction shows as confirmed there, the issue is a display delay, not a stuck transaction
2. Refresh the web wallet -- the balance display polls every 30 seconds. A manual page refresh will trigger an immediate update
3. Wait briefly -- in rare cases of network congestion on Arbitrum, confirmation can take a few extra seconds. This is uncommon but not a cause for concern

If the transaction does not appear on-chain at all after several minutes, contact support.

"Daily limit reached" error

This means you have hit your spending cap for the current day. You have three options:

• Send a smaller amount -- if you're close to the limit, a smaller send may still go through
• Wait for the reset -- your daily limit resets at midnight UTC each day
• Use Direct mode on the web wallet -- open sippy.lat/wallet, select "Directo" / "Direct", and send with no daily limit. You'll need a small amount of ETH in your wallet for gas (Direct mode is only available on the web wallet, not via WhatsApp)

My balance is not updating

The web wallet refreshes your balance every 30 seconds. If a recent transaction is not reflected:

1. Refresh the page -- this forces an immediate balance check
2. Check the transaction status -- if the transaction is still pending (rare on Arbitrum), the balance will update once it confirms
3. Clear your browser cache -- in unusual cases, stale cached data can show an outdated balance

If your balance still looks wrong after confirming the transaction on-chain, reach out to support with your wallet address and the transaction hash.

I cannot select Direct mode

Direct mode requires a small amount of ETH on Arbitrum in your wallet to pay for gas fees. If the option is unavailable or greyed out:

1. Check your ETH balance -- you need ETH on Arbitrum (not mainnet Ethereum). Even a fraction of a dollar in ETH is enough for many transactions
2. Bridge or deposit ETH -- send ETH on the Arbitrum network to your Sippy wallet address. You can find your address in the web wallet or by asking Sippy "what is my address"

Once your wallet holds ETH on Arbitrum, Direct mode becomes available.